Russell Booth Email & Phone Number

London, Gb

London, England, United Kingdom

Leading the Customer Success Team , Ohme provide end-to-end electric charging solutions for customers and businessses.

London, England, United Kingdom

•Dealt directly with complaints addressed to the Chief Executive and Board of Motability Operations, any MP enquiries, and escalated complaints that challenged the resolution proposed within FCA Regulated Complaints Department.• Reviewed Financial Ombudsman Service documentation to identify service improvements and communicated best practice across the organisation.•Reported on a weekly basis to the Chief Executive and Board of Motability Operations, to update on high level complaints and propose suggested resolutions. •Proposed scheme improvements to enhance our customer experience in line with department Service Level Agreements and targets. • Investigated claims and requested additional information and documentation from scheme partners (insurance companies, vehicle repairs, dealerships, DVLA, car hire companies and Police).•Carried out detailed reviews for previously excluded members mitigating potential loss and risk to the scheme.•Reviewed repudiated claims to ensure circumstances were validated for expired convictions, other offenses or outstanding fines to make informed decisions for scheme applicants.•Managed all high visibility risk to the organisation liaising with the Press Office to construct responses with full sign off and compliance to the company regulations.•Collated information in response to National MP enquiries, conducting thorough research and analysis for communication.•Sensitively ensured customer safety in difficult mental and physical situations referring to relevant authorities where appropriate, contacting emergency services where necessary. •Dealt with internal & external stakeholders, reviewing processes, and recommending any changes required. •Acted as a role model within the department offering advice and guidance to Account Managers and acted as a mentor / coach across the organisation. •Increased the profile of the department internally by presenting to other departments, promoting it as a centre of excellence.

London, England, United Kingdom

Dealt with complaints from Customers regarding their Scheme cars and case managed service issues that could not be dealt with by the contact centre within an FCA Regulated Complaints Department.Key Achievements:• Provided exceptional service via end-to-end case management. Balanced customer needs versus business requirements.• Liaised with Scheme partners ,3rd parties and internal departments to resolve issues raised. • Issued final decision letters so customers could take the complaint to the Financial Ombudsman Service if they remained unhappy with the resolution provided. • Monitored budgets to adhere with Departmental targets and Company goals

City Of London, England, United Kingdom

Took incoming calls to the Motability Contact Centre, dealing directly with customer queries to provide one-point resolution where possible. Provided exceptional customer service within agreed SLAs.• Used communication skills to ascertain the exact problem and the expected customer resolution. • Liaised with both internal departments and external partners to fully resolve the issues raised. • Reported back to our customer with the findings and the proposed resolution. • Adhered to Company objectives whilst providing the best solution for the customer.

London Area, United Kingdom

Various Temporary / Part Time positions whilst Carer for my late Father • Various temporary positions spanning Account/Relationship Management, Telesales and Call Centre management.

Birmingham, England, United Kingdom

Planned and organised events for The City of Birmingham (Royalty, Prime Minster & cabinet visits, high-profile City events) which required planning and a close eye to detail. • Developed incoming enquiries to confirm sales. • 60% reactive sales role, 40% marketing role. • Responsible for promoting Conference, Events & Wedding business in prestigious venues in Birmingham.• Developed new sales leads through database management (Microsoft Access). Production of all marketing activity including campaigns / events / brochures

Birmingham, England, United Kingdom

Managed budgets for local redevelopment projects, to ensure successful implementation of the project and correct submission of spends to adhere to the European Funding regulations. • Compiled and monitored financial submissions to Europe for funding. • Compiled reports to Council/Government Office for monitoring purposes. • Delivered sales training for Projects to ensure continuing success and to achieve further European grants.